Version history for the ServiceNow® ITSM Virtual Agent Conversations on the ServiceNow Store.

Important: For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

Version history

Version 9.2.4 - May 2025
Fixed minor bugs.
Version 9.2.3 - November 2024
Fixed: Error while publishing the "Add Comment To Incident" topic.
Version 9.2.2 - August 2024
Fixed: Resolved issue where text input control is sending topic Sys_Id as plain text instead of prompt.
Version 9.2.1 - February 2024
Fixed: Resolved issue where walkup appointment details card was showing invalid date errors
Version 9.2.0 - November 2023
Changed: Renamed actionable notification topics to be easier to read.
Version 9.1.0 - August 2023
  • New:
    • Added available pre-built topics and plugin dependencies content in the Virtual Agent Designer.
    • Added email templates for Issue Auto Resolution.
    • Enabled dialog act for pre-built topics.
  • Fixed:
    • Resolved issue with activating actionable notification flows.
    • Updated category for actionable notifications.
    • Updated Schedule Meeting EXO topic to handle multiple user records issue.
Version 9.0.1 - May 2023
  • New: Enabled AI Search capability to Issue Auto Resolution incident record
  • Changed: Refactored topics to use newer message localization method
Version 8.2.1 - February 2023
  • New:
    • New topic, Manage Meeting EXO v1.0 to help user manage their meeting.
      • Schedule a meeting
      • Reschedule a meeting
      • Cancel one/all meetings
  • Changed: Manage Meeting EXO topic has been marked deprecated
Version 8.1.2 - November 2022
New: Deflection nodes added to Manage Walk-up (Template) topic to instrument whether the users were helped while using the topic.
Version 8.0.1 - August 2022
  • New:
    • Self service topic to help users manage their Walk-up check-ins and appointments. 'Manage Walk-up (Template)' will help requesters check in to a queue, or book an in-person/remote appointments or manage their appointments from Virtual Agent Conversation.
    • Separate topic blocks to take the required action on Walk-up appointments and check-ins
      • Walk-up Check-in
      • Schedule Walk-up Appointment
      • Reschedule Walk-up Appointment
      • Cancel Walk-up Appointment
  • Changed:
    • Walk-up Check-in (Template) topic and its associated NLU intent has been deprecated.
    • Submit A Request (Template) topic and its associated NLU intent has been deprecated
Version 7.1.4 - July 2022
  • Fixed:
    • Minor issues with OOB topics fixed
      • Walk-up Check-in
      • Submit a Request
      • Create Office 365 Group
Version 7.1.2 - May 2022 (San Diego)
  • New:
    • Multi-language support: Mapped ITSM prebuilt topics to new languages supported by ITSM Virtual Agent.
      • French Canadian
      • Dutch
    • Troubleshoot Slow Computer (Agent Clicent Collector) topic helps end users fix their slow computer using Virtual Agent. Topic is built using Agent Client Collector (ACC) for automated remediation.
    • Deflection tracker: Deflection tracker added to topics to save time. New deflection tracker has been added to prebuilt topics catering to fulfillers and requester topics.
  • Changed:
    • Updated Walk-up Checkin topic to include entity recognition.
    • Updated Manage Meeting (EXO) topic to enable Webex online meeting scheduling, using Manage Meeting topic.
    • Updated Set OOO reply Exchange Online (Template) to include entity recognition to identify the dates when a user will be out of office.
    • Updated Set OOO reply Exchange Server (Template) to include entity recognition to identify the dates when a user will be out of office.
Version 6.5.3 - May 2022 (Rome)
  • Fixed:
    • Submit a Request:
      • Issue with showing images for catalog items on the Virtual Agent bot
      • Inactive catalog item being surfaced on search
Version 6.4.1 - February 2022
  • New: Mapping of ITSM OOB Topics to new Language Models (Spanish, Japanese, Italian, Chinese (Simplified), Brazilian Portuguese & Korean)
  • Changed: Updated 'Submit a Request' topic to utilize the new entity and vocabulary source to improve catalog search
Version 6.3.4 - December 2021
  • New:
    • Provision Citrix Desktop/Application: Helps users get a new Citrix desktop or applications provisioned.
      • New topics:
        • Provision Citrix Desktop/Apps (Template)
        • _citrix_workspace_provision_
      • New Notification: Citrix provision notification
      • Functional dependency: Citrix IT Service Management Connector
    • Manage Meeting (MS Exchange Server): Helps on-prem users to schedule, reschedule, and cancel meetings.
      • New topic: Manage Meetings EXS (Template)
      • Functional dependency: Microsoft Exchange Server
    • Windows 365 Cloud PC: With this update, any request for Windows 365 Cloud PC would require an approval from manager before getting provisioned.
      • Topic Updated: Windows 365 Cloud PC (Template)
      • Flow created for approval: Request Windows 365 Cloud PC
      • Catalog Item: Windows 365 Cloud PC
      • Functional dependency: Azure AD
Version 6.2.3 - November 2021
  • Fixed:
    • Fixes for book Conference Room EXO and EXS topics
    • MS Teams Custom control is shipped as active
  • Changed:
    • Updated Create Change Request and Create Problem topics to show Configuration Item (CI) list
    • Updated RSA Token topic to support device entity
    • Changes to GuestWifiAccess Topic, Submit a Request, Check IT Ticket Status topics
    • Updated content for Troubleshoot MS teams topic block
Version 6.2.0 - October 2021
  • New:
    • New topic: Local Admin Access – ACC (Template) - Helps user get admin access on their MAC device. The agent (Agent Client Collector i.e. ACC) running on the user's device provides the access automatically.
    • New actionable notification: Software Installation
  • Changed:
    • Add User To Office 365 Group (Template): Add multiple users simultaneously
    • Deflection tracker added to below self-service topics:
      • Local Admin Access (Template)
      • Book Conference Room EXO
      • Book Conference Room OnPrem (Template)
      • My Assigned Equipment (Template)
      • Service Disruptions (Template)
      • Open IT Ticket 2.0 (Template)
      • VPN Connectivity (Template)
      • Check IT Ticket Status (Template)
      • Escalate IT Ticket (Template)
      • Meeting Room Issues (Template)
      • Guest Wifi Access (Template)
      • Walk-up Check-in
      • Process Approval (Template)
      • Submit a request (Template)
Version 6.1.2 - September 2021
  • New:
    • Windows 365 Cloud PC (Template) topic helps users provision a Windows 365 Cloud PC from Virtual Agent conversation.
    • MS Teams custom control: User can fill out all the details of a meeting before checking for availability and setting up the meeting.
  • Changed:
    • Deflection Tracker added to topics to improve the Virtual Agent Analytics:
      • Email Setup (Template)
      • Repository Access (Template)
      • RSA Token (Template)
      • Get Zoom Meeting Recording (Template)
      • Email Issues (Template)
      • Printer Issues (Template)
      • Collaboration Applications (Template)
      • Hardware Issues (Template)
      • Add User to AD Group (Template)
      • Remove User from AD Group (Template)
      • Create AD Distribution Group (Template)
      • Show My AD Group Membership (Template)
      • Add Owner to Office 365 Group (Template)
      • Remove Office 365 group Owner (Template)
      • Create Office 365 Group (Template)
      • Add User to Office 365 Group (Template)
      • Remove Office 365 group Users (Template)
      • Get Office 365 Group Details (Template)
Version 6.0.4 - July 2021
  • New: Mapped topics to French and German NLU model intents
  • Changed: Actionable notification framework upgrade
  • Removed: Manage Distribution List VA topic (Deprecated)
Version 5.4.1 - June 2021
  • New: Topic Block to add MS team meeting link
  • Changed:
    • Create Zoom Meeting Link (Template)
    • Set OOO reply Exchange Server (Template)
Version 5.3.1 - May 2021
  • New: Manage meeting topic to schedule, reschedule and cancel any meeting as a host
  • Change: Customisable OOO message for Exchange Server
Version 5.2.3 - April 2021
  • New:
    • Actionable Notifications
      • Approve Topic
      • Reject Topic
      • Show Details Topic
    • Hardware Issues Topic
    • Incident Auto Resolution and Topic Mapping
  • Changed:
    • Get Zoom Meeting Recording Topic
    • Exchange Online Topics
      • Set OOO Automatic Reply EXO
    • Exchange Server Topics
      • Set OOO Automatic Reply OnPrem
Version 5.1.3 - March 2021
  • New:
    • Actionable Notifications
      • Approver - Request Approval Notification
      • Approver - Requested Item Approval Notification
      • End User - Request Open on Behalf Of
  • Changed:
    • Updated existing Get Zoom Meeting Recording topic to provide option for sharing recording to calendar invite attendees.
    • Refactored additional topics to leverage Rich Text Editor.
    • Flagged Get Password Reset Link topic for deprecation.
Version 5.0.3 - February 2021
  • New:
    • Get Zoom Meeting Recording Topic
    • Actionable Notifications
      • Incidents
        • Service Desk opened incident on behalf of user
        • Knowledge base article attached
        • New Comments
        • Incident Resolved
      • Requested Item - Comments
    • Added support for Incident Auto-Resolution topics
  • Changed:
    • Refactored existing topics to leverage Rich Text Editor
Version 4.2.3 - January 2021
  • New:
    • Exchange Online TopicsBook Conference Room EXO
    • Exchange Server TopicsBook Conference Room OnPrem
  • Fixed: Resolved minor translation issues with topics.
Version 4.1.3 - December 2020
  • New:
    • Microsoft Active Directory Group Management Topics
      • Create Distribution List
      • Add User to a Distribution List
      • Remove User from a Distribution List
      • Show Membership Details
    • Exchange Online Topics
      • Set Email Auto Reply
    • Exchange Server Topics
      • Set Email Auto Reply
    • Collaboration Software Troubleshooting Topic
    • Topic Blocks
      • Add Zoom online meeting link to meeting
      • MS Teams Troubleshooting
      • Cisco Webex Troubleshooting
Version 4.0.5 - November 2020
  • Changed: Minor changes to error display messages
  • Removed: Search KB topic was removed to prevent conflicts with the Search Fallback topic
Version 4.0.3 - October 2020
  • New:
    • Office 365 Group Management Topics
      • Create Office 365 Group
      • Add User to Office 365 Group
      • Remove Office 365 Users
      • Add Owner to Office 365 Group
      • Remove Office 365 Group Owner
      • Get Office 365 Group Details
  • Changed: Updated existing topics to leverage reference choice input control
Version 3.0.4 - July 2020
  • New:
    • 5 additional intelligent and dynamic conversation flows to improve user experience.
    • Pre-built Predictive Intelligence clustering solution definitions to help identify ITSM Virtual Agent conversations that can best support your business.
    • ITSM Virtual Agent notifications to automatically notify users on the status of incidents and requests. Full release notes can be found below. https://docs.servicenow.com/bundle/paris-release-notes/page/release-notes/it-service-management/itsm-virtual-agent-rn.html